Customer Support Representative

Job Description

Job Description

Company: IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for 25 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

Job Summary:

This position typically performs work in a corporate location and reports to the Operations Coordinator of Enforcement Solutions. The Customer Service Representative provides client services support to clients, public participants and internal team members by assisting with communications, accounting activities, banking and funding activities, vendor management, applications testing and support, client start-up tasks and other duties as designated by the Operations Coordinator. 


 

Essential Duties and Responsibilities:

The essential duties and primary accountabilities below are intended to describe the general requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks, responsibilities or competencies may be documented in the applicant’s performance objectives as outlined by the applicant’s immediate supervisor or manager.

• Client phone, chat and email support for the primary EMS applications and Permitting

• Public phone, chat and email support for the primary EMS applications and Permitting
• Provide additional training for clients
• Assist with tasks delegated by the Operations Coordinator
  • Processing of orders for vendors and agencies
  • Respond to bids, bid content gathering and bid production
  • Generation of quotes for services and products
• Other duties as assigned by the Director of Enforcement Solutions
• Management client violation schedules, officers lists and applicable EMS data
• Coordinate client business rules as it affects EMS, Permits and MES
• Assist with ad-hoc client training

 

Qualifications Include:

• The ability and skill to provide operations support as described as normally obtained through two to three years’ experience with specific experience in or exposure in parking citation processing and management, operations, vendor management, or procurement is highly desired. Experience with e-commerce, internet merchant account and transaction management highly desired
• A strong customer service orientation is essential
• Demonstrated ability to adapt to the changing demands of business is a must
• A strong understanding of the California Vehicle Code as it pertains to parking enforcement
• Strong written and verbal communication skills are required. Understanding of differences in company product lines on multiple platforms as they relate to services provided to clients and participants, how daily work functions impact product lines and platforms is required
• Must possess an in-depth understanding of the municipal parking enforcement industry and the marketplace
• Strong critical thinking skills for complex issues and understanding of interdepartmental impacts to solutions are required 
• Understanding of parking product and the ability to process all parking related catalog activity
• Minimum 3+ years in parking citation processing, enforcement and/or management
• Understanding of parking enforcement technology as it pertains to mobile enforcement device, License Plate Recognition (LPR) technology and residential permit program management

 

Education & Experience:

• High school diploma required
• Post-high school education is preferred but may be supplemented with industry specific experience and on-the-job training
• Customer service training or comparable training or coursework preferred
• Knowledge of the parking enforcement and citation industry, common business practices, California Vehicle Code, California state surcharge legislation, finance and accounting is preferred
• Bilingual preferred (Spanish)

 

Physical Demands, Equipment and Machinery:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

Sitting, standing, walking, lifting, and storing supplies and materials throughout the day could be typical of this position. Performing work on a desktop or laptop computer requiring manual dexterity to operate keyboards, fax machines, calculators, photocopying equipment, cell phone and multi-line phone could be typical of this position.

Work Environment:

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential functions.

The position is in an office. The environment is clean and typically free from dust and hazardous materials. This indoor environment is temperature controlled. Occasional travel may be required.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an “AT-Will” employer.

It is the policy of the Company not to discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

 

Benefits

401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance

HSA/FSA

Salary range: $26-$28/hr

 

An Equal Opportunity/Affirmative Action Employer—M/F/D/V